Guest Service Supervisor

1 week ago

Carson, United States Wag Hotels, Inc. Full time

Must have experience working with dogs and leadership roles

Do you enjoy spending time with dogs and cats as much as humans (if not more)? Wag Hotels is the place to be if you are a pet lover looking for an entry-level position to help further your career in the animal industry Here you will get to care for all the animals in our facility: the cuddly mastiffs, the spunky chihuahuas, playful kittens, and every pet in between.

Everyone who works with us gets to enjoy the pleasure of bringing in their pets to play for free while they’re working - no more guilty looks when you leave for the day. Let your furry friend take advantage of our state-of-the-art facility, play in all-day play plus, make new friends, and have your baby going home tired, happy, and feeling loved. If you love spoiling your pets, you'll love taking advantage of our employee discount on toys, treats, leashes, and so much more

Whether you are checking in guests at the front desk, supervising playtime, or booking reservations in our corporate office, you’ll feel rewarded knowing that you're making Wag Hotels the #1 destination for pet parents looking for a home-away-from-home for their beloved furry family members.

We are seeking hard-working, self-motivated, and passionate dog lovers to join our professional team

A Guest Services Supervisor is recognized by Wag Hotels management team as having the required skill and determination to effectively run the hotel in the absence of a manager. A guest services supervisor is a leader for the back of house departments. They are also familiar with and able to offer support to the front of house went needed. This role is dedicated to the overall success of the hotel. Responsibilities: Your duties will include, but are not limited to:

- Acts as Manager on Duty when management team is not present. Supervises shift leads while Manager on Duty.
- Communication - includes written and oral communication. Hotel supervisors are expected to check in with the management team daily, communicate guest, employee, and client concerns as they arise, coordinate meeting agendas, and attend all departmental meetings. Hotel supervisors also need to possess the ability to effectively communicate with employees and clients.
- On-Boarding
- Understands the process of on-boarding a new team member. Completes on-boarding paperwork in a timely manner and ensures new team members starting are given personable, welcoming on-boarding experience.
- Hotel Cleanliness - including daily and weekly facility walk-throughs, upkeep of the tour route, ensuring guest rooms are clean, dishes & laundry completed in a timely manner, and storage areas are kept clean and organized. Also includes misc. projects as assigned.
- Deep Clean Management - includes scheduling deep cleans, ensuring deep clean is being properly completed, and managing completion in a timely manner.
- Guest Behavior & Health - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, room and amenity changes, specialized care, and vet care. Also includes communicating those needs to the client as well as the team and making proper notation in the animal software system.
- Documentation & Policy - Ensures room cards are properly used, medication cards are signed off on, reporting is printed accordingly, playgroup notes are thorough, and the currently in house is completed daily. Understands and follows operational procedures outlined by the company.
- Employee & Guest Care - Has the ability to react quickly and effectively when guests or employees are at risk of injury. Follows guidelines for employee safety and care. Completes the illness tracker for guests that are staying or have stayed at the hotel. Calls the client to inquire about guest’s health and shows genuine concern for their well
- being. Alerts General Manager when several communicable illnesses are trending in the tracker, and engages a plan to deep clean hotel.
- Facility Maintenance - includes knowledge of maintenance google doc, knowledge of vendor list, Zamboni maintenance, and ability to communicate needs for maintenance and repairs to management team.
- Inventory & Ordering - includes taking weekly inventory and placing supply orders when needed. Hotel supervisors should work with General Manager on inventory and ordering schedule.
- Maintains the hotels schedule, rectifies call outs, and finds appropiate coverage to ensure guests and clients are provided with the best care possible.
- Supports daily needs of the Wag Hotels app, to enforce 100% compliance via photo sharing and report card preparation.
- Lessonly training and compliance for the team, ensuring the training is complete and checklists are filled out.
- Maintains the Manager On Duty approval doc - provides clear direction on decision for approved or nonapproved guests to stay at the hotel.
- Additional Tas

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